Verimark don't keep promises

I bought the Genesis Cyclovac Multi Cyclone vacuum machine about 3 weeks ago. The salesman sang the product's praises and especially emphasized the good warranty. When I used it the 4th time, black smoke and a lot of dust came out of the machine and there was a strong smell of burning rubber. I took it back Friday 29 September and spoke to Enslin of Verymark/Makro. Enslin told me that they will send it to their service centre immediately and that I will probably have an machine by the end of the day. He also gave me his personal number and I was quite impressed by the service. I have heard nothing by by 16h30 and sent Enslin a Whatsapp expaining that my son has Autism and severe OCD and he simply can't do anything because his room's carpet is covered in dust due to their faulty machine. I urgently need a new machine. He rep**** that he will give me feedback early Saturday morning. It's Monday today and I still haven't heard anything from Enslin and he also doesn't answer Whatsapps or calls. The lady at Makro also simply said that I have to wait for the service centre. I told her that was not my arrangement with Enslin and that I need to speak to the manager then. She promised to call me back with a number - which also didn't happen. These people simply make promises they don't intend to keep.